HomeMy WebLinkAboutStaff Report 8425
City of Palo Alto (ID # 8425)
City Council Staff Report
Report Type: Informational Report Meeting Date: 10/2/2017
City of Palo Alto Page 1
Summary Title: PAFD Performance Report FY17 Q4
Title: Palo Alto Fire Department Quarterly Performance Report for the
Fourth Quarter Fiscal Year 2017
From: City Manager
Lead Department: Fire
Recommendation
Staff recommends the City Council review the Palo Alto Fire Department Quarterly
Performance Report for the Fourth Quarter of Fiscal Year 2017.
Background and Discussion
In Fiscal Year 2015 the Palo Alto Fire Department (PAFD) identified performance
reporting as a key initiative, and began reporting on key performance measures
quarterly.
The report provides overall calls for service information, as well as more detailed
information on the key service areas, including Emergency Medical Services, Fire
Suppression, Rescue and Hazardous Materials Response, and Fire Prevention. The
report also provides information on mutual and automatic aid with our regional public
safety partners and internal workforce planning efforts.
Performance measures include the following:
Calls for Service: This data provides information on the final outcome of all
emergency response calls. The data is tracked in the Fire Department’s Record
Management System, and uses standardized call type codes, which are defined
by the National Fire Incident Reporting System (NFIRS). The report includes
overall call volume by primary category, and a detailed listing of call type in the
service type sections.
Response Times: This aspect measures the time it takes from an emergency call
or request for response being created in the dispatch center to the arrival of
resources to the scene of the emergency. This information is tracked in the
City of Palo Alto Page 2
Computer Aided Dispatch (CAD) System, and the performance goals, or service
levels, are set by Council in accordance with county and national standards.
Ambulance Transports: The report provides the number of ambulatory transports
to hospitals or other medical care facilities, and the proportion of Emergency
Medical Calls that included transports. This information is tracked in the Fire
Department’s Emergency Medical Record Management System.
Fire Containment: This measures the proportion of building and structure fires
that are contained to the area or room of origin within Palo Alto and Stanford
Campus.
Mutual and Automatic Aid: This includes the number and proportion of all
incidents in which the PAFD provided aid to neighboring communities, as well as
the aid received from neighboring Fire Departments. This information is tracked
in the CAD System.
Permits: This provides the count of facility, electric vehicle, and solar permits
issued by the Fire Prevention Bureau. This information is currently tracked in the
Development Center’s Records Management System.
Inspections: A count of the total number of Hazardous Materials and State
Mandated inspections is provided. In addition, an estimated number of
inspections to be completed for the year is also provided to assess overall
workload performance to date.
Fire and Life Safety Plans Reviewed: This provides a total count of all plans
reviewed, as well as the proportion of plans that were reviewed within the time
guidelines.
Vacancies and Off-Line Employees: This section provides the total number of
budgeted full-time equivalent line personnel, current vacancies, and employees
that are off line from workers compensation or light duty. This information is
obtained from the Fire Department’s Staffing and Scheduling System (TeleStaff),
as well as the City’s Personnel Management System.
Succession Planning Metrics: This provides the number and proportion of line
personnel that are eligible to retire, or will be eligible within the next five years.
This information is tracked in the City’s Personnel Management System. This
report also provides the total number of hours line personnel have spent in an
acting capacity. Personnel serving in an acting capacity are a key component of
the Department’s overall succession planning efforts. Acting capacity allows
junior officers to learn the responsibilities of higher ranks with guidance from
senior officers. This information is tracked in TeleStaff.
City of Palo Alto Page 3
Training hours: The total number of training hours completed by all line
personnel is provided, as well as the average number of hours per each line
personnel on staff. This information is tracked in the Fire Department’s Record
Management System. Local, State and Federal mandates require fire personnel
to train a minimum of 20 hours per month.
Attachments:
ATTACHMENT A_Coverletter
ATTACHMENT B_FY17 Q4 Peformance Report
ATTACHMENT C_Customer Survey
P.O Box 10250
Palo Alto, CA 94303
650.329.2184
650.327.6951 fax
City of Palo Alto
Fire Department
Honorable Councilmembers,
I am pleased to provide the fourth quarterly Performance Report of Fiscal Year 2017. This year we had
9,155 calls for service, with the majority of calls for Emergency Medical Services (EMS).
We are continuing to see our call volume grow each year, with the primary increase occurring in our
EMS Calls. We have seen a twenty-one percent (21%) increase in our EMS calls from five years ago in
FY12. This is a trend we expect to continue as our residents continue to age in place.
In order to dive deeper into assessing the future needs of the community, the Department has been
working on completing a Community Needs Health Assessment. This Assessment will combine
demographics research, call trend analysis, literature and research reviews, and qualitative feedback
directly from the community. It will use this information to outline the expected future emergency
healthcare needs and suggest service delivery models for the Department to consider to better address
those needs. The Department will review this information and bring it forward to the City Manager for
consideration and discussion.
This quarter also marks the end of the third year of performance reporting. These reports have proven
invaluable and the Department will continue to report on our performance to Council and the public
quarterly. The Command Staff are currently reviewing the metrics, methodology and structure of the
report in order to bring it in alignment with the Accreditation process and best practices. This will result
in some changes that will be forthcoming in Fiscal Year 2018.
With sixteen vacancies and four off-line personnel, a total of twenty positions required backfill this
quarter. This number of vacancies can be hard on our crews and their families creating a high instance of
mandatory overtime or “force-in” hiring. The Department has been working hard to fill some of these
vacancies and is nearly complete with a hiring process targeting an early October start date.
Sincerely,
Eric Nickel, EFO, CFC, CFO
Fire Chief
1 | P a g e
Palo Alto Fire Department
Quarterly Performance Report
Fiscal Year 2017, Fourth Quarter
Calls for Service
The Palo Alto Fire Department (PAFD) responded to a total of 2,331 calls for service in the fourth quarter
of Fiscal Year 2017. This includes responses within Palo Alto, Stanford, and neighboring cities to provide
Auto and Mutual Aid. Approximately eighty-one percent (81%) of calls are generated from Palo Alto,
fourteen percent (14%) from Stanford, and the remainder from neighboring cities or requests for
regional fire deployment.
The majority of calls were for Emergency Medical Services, making up sixty percent (60%) of the
responses. Table 1 below shows the main categories of the calls to which PAFD responded. Calls are
classified based on the actual event occurred, rather than the initial call request.
Table 1. Calls for Service
Type FY16 Q4 FY17 Q4
Emergency Medical Service 1352 1405
Good Intent 377 365
False Alarm & False Call 281 315
Service Call 118 131
Rescue & Hazardous Material 69 71
Fire 40 41
Explosion, No Fire 0 1
Grand Total 2237 2331
Good Intent and False Alarm calls make up the second largest types of responses. Most calls for service
that may be a true threat of fire, gas or other emergency hazard are actually found to be something else
after Firefighters investigate the situation. These calls are coded as Good Intent calls. As well, many fire
alarm activations are from causes other than fire or emergency hazard. These situations are categorized
as False Alarm calls.
Emergency Medical Services
Emergency Medical Service (EMS) is the primary service that the Palo Alto Fire Department provides to
Palo Alto and Stanford. While this shift toward EMS is being seen across the region, the Palo Alto Fire
Department is the only Fire Department in the County that provides ambulance and transport services.
This quarter the PAFD responded to a total of 1,405 Emergency Medical Service calls. This shows a
continuing trend of increasing EMS Calls. There were a total of 5,567 EMS calls over the entire Fiscal
Year, a four percent (4%) increase from FY16.
2 | P a g e
Table 2. EMS Performance Measures
Calls for Service FY16 Q4 FY17 Q4
NFIRS Code Description
321 EMS call, excluding vehicle accident with injury 1235 1296
322 Vehicle accident with injuries 86 87
324 Motor vehicle accident with no injuries 16 14
323 Motor vehicle/pedestrian accident 12 8
381 Rescue or EMS standby 3 0
Total 1352 1405
Transports
Number of Transports 960 949
Percent of EMS Calls resulting in transport 71.0% 67.5%
Response Times
Percent of first responder arriving on scene to EMS calls within 8 minutes 90.6% 96.0%
Percent of paramedic responder arriving on scene to EMS calls within 12 minutes 98.3% 99.8%
Median response time for first responder arriving on scene to EMS calls 04:48 04:20
Most EMS calls (68%) resulted in an ambulance transport to a local hospital or care facility. This is the
primary source of revenue generated from emergency medical services, and revenue received in this
quarter is on track with budget projections.
Response Time Goal Met: At least 90% of first responder arriving on scene to EMS calls within 8
minutes.
This quarter the PAFD first responder arrived on scene to EMS calls within 8 minutes ninety-six percent
(96%) of the time.
Response Time Goal Met: At least 99% of paramedic responder arriving on scene to EMS calls
within 12 minutes.
This quarter the PAFD paramedic responder arrived on scene to EMS calls within 12 minutes one
hundred percent (100%) of the time.
Fire Suppression
Very few of the potential fire calls coming into dispatch turn out to be a real fire once PAFD investigates
the scene and cause of the concerning elements. This quarter PAFD responded to 41 calls where fire was
present, with 6 occurring in neighboring cities.
There were three building fires this quarter, with only one occurring in Palo Alto. This fire occurred in
late April at the 2600 block of Elmdale Place. Engine 63 responded to a report of flames and smoke
coming from the house. Engine 63 crews established Incident Command upon arrival, and directed the
next due to lay the water supply line. The Police Department informed crews that there were no
occupants inside. Truck 66 investigated the roof and found the pipe in the roof was the source of the
fire. Crews extinguished the fire and completed salvage and overhaul. Engine 63 Captain met with the
owner of the home to discuss the situation and connect with resources as needed.
3 | P a g e
Table 3. Fire Performance Measures
Calls for Service FY16 Q4 FY17 Q4
NFIRS Code Description
154 Dumpster or other outside trash receptacle fire 5 12
113 Cooking fire, confined to container 7 10
142 Brush, or brush and grass mixture fire 6 5
111 Building fire 6 3
150 Outside rubbish fire, other 3 2
131 Passenger vehicle fire 2 2
118 Trash or rubbish fire, contained 1 2
143 Grass fire 1 1
151 Outside rubbish, trash or waste fire 0 1
161 Outside storage fire 0 1
100 Fire, other 1 1
112 Fires in a structure, other than a building 1 1
140 Natural vegetation fire, other 3 0
162 Outside equipment fire 1 0
135 Aircraft fire 1 0
141 Forest, woods or wildland fire 1 0
170 Cultivated vegetation, crop fire, other 1 0
Total 40 41
Response Times
Percent of first responder arriving on scene to Fire calls within 8 minutes 86.3% 93.6%
Median response time for first responder arriving on scene to Fire calls 05:39 04:53
Fire Containment
Percent of building and structure fires contained to the room or area of origin 100% 100%
Response Time Goal Met: At least 90% of first responder arriving on scene to Fire calls within 8
minutes.
This quarter the PAFD first responder arrived on scene to Fire calls within 8 minutes ninety-four percent
(94%) of the time.
Fire Containment Goal Met: At least 90% of building and structure fires contained to the room or
area of origin.
This quarter there was one building fire within Palo Alto. The fire was contained to the original area.
PAFD also provided mutual aid to two building fires in Mountain View.
4 | P a g e
Rescue and Hazardous Materials
The Fire Department responded to a total of 71 rescue and hazardous material calls. The most common
rescue call is for the removal of victims from a stalled elevator, which accounts for twenty-eight percent
(28%) of these call types. Lock-in calls were the second most frequent type of call making up fourteen
percent (14%), with gas leak calls the third highest at ten percent (10%) of the total.
Table 4. Rescue and Hazardous Materials Measures
Calls for Service FY16 Q4 FY17 Q4
NFIRS Code Description
353 Removal of victim(s) from stalled elevator 14 20
331 Lock-in (if lock out , use 511 ) 7 10
463 Vehicle accident, general cleanup 3 6
412U Gas leak (natural gas or LPG) - PA Utilities Related 9 5
411 Gasoline or other flammable liquid spill 8 5
440 Electrical wiring/equipment problem, other 6 5
400 Hazardous condition, other 3 4
442 Overheated motor 3 3
412 Gas leak (natural gas or LPG) 3 2
443 Light ballast breakdown 1 2
444 Power line down 3 1
462 Aircraft standby 2 1
421 Chemical hazard (no spill or leak) 1 1
356 High angle rescue 1 1
441 Heat from short circuit (wiring), defective/worn 1 1
413 Oil or other combustible liquid spill 0 1
444U Power line down – PA Utilities Related 0 1
451 Biological hazard, confirmed or suspected 1 1
422 Chemical spill or leak 0 1
445 Arcing, shorted electrical equipment 2 0
420 Toxic condition, other 1 0
Total 69 71
Response Times
Median response time for first responder arriving on scene to
Rescue & Hazardous Materials calls
05:44 05:15
5 | P a g e
Mutual and Automatic Aid
The Fire Department has automatic aid agreements with five regional Fire Departments, including
Mountain View, Menlo Park, Woodside, Los Altos, and Santa Clara County Fire. For the fourth quarter
the PAFD provided mutual or automatic aid to three other jurisdictions on a total of 111 incidents. Five
agencies provided mutual or automatic aid for calls within Palo Alto or Stanford on a total of 141
incidents.
This quarter saw a substantial increase in the number of incidents that Palo Alto received mutual aid
from the City of Mountain View, totaling 118. This increase is attributed to a single user which accounted
for 44 incidents. Mountain View and Palo Alto Fire Departments worked with this user, care givers and
medical doctors to reduce inappropriate calls to 9-1-1. There have been no further calls from this user
since June 7.
Table 5. Mutual and Automatic Aid Performance Measures
Mutual and Auto Aid Provided FY16 Q4 FY17 Q4
Agency
Mountain View Fire 88 78
Santa Clara County Fire 24 29
Menlo Park Fire 1 4
All Mutual and Auto Aid Provided 113 111
Mutual and Auto Aid Received
Agency
Mountain View Fire 68 118
Menlo Park Fire 12 10
Santa Clara County Fire 3 7
Woodside Fire 9 5
Moffett Fire 1 1
All Mutual and Auto Aid Received 93 141
6 | P a g e
Fire Prevention
The Fire Prevention Bureau ensures compliance with the Fire Code for the safety of occupants and
protection of property. Fire Inspectors perform fire sprinkler and fire alarm plan checks, permitting, and
field inspections with the goal of ensuring all construction complies with local and national codes.
During this quarter Fire Inspectors completed an audit report on all inspections and facilities as required
by the State Fire Marshall. This audit is required to be completed and submitted to the State every three
years and takes a substantial amount of time and effort to complete. Due to the focus on the audit, Fire
Inspection staff we not able to complete the usual number of inspections this quarter.
Our hazardous materials inspectors are scheduled to perform additional inspections during the first
quarter of Fiscal Year 2018 to stay on track with the State mandated inspection triennial frequency and
the Department’s goals for annual inspection of facilities with high and moderate amount of hazardous
materials.
Table 6. Prevention Bureau Performance Measures
Permits FY16 Q4 FY17 Q4
Fire Permits Issued 152 128
Electric Vehicle Permits Issued 15 4
Solar Permits Issued 30 17
Inspections
Hazardous Material Inspections Completed 137 57
Number of Hazardous Material Inspections for the year 207 584
Percent of Hazardous Material Facilities Inspections Complete to date 206% 61%
State Mandated Inspections Completed 99 60
Number of State Mandated Inspections for the year 397 397
Percent of State Mandated Facilities Inspections Complete to date 100% 94%
Fire and Life Safety Plan Review
Plans Reviewed 473 501
Percent of Reviews Completed On-Time 98.0% 97.0%
7 | P a g e
Workforce Planning
The Department operates daily emergency response operations with a total of 96.0 FTE line personnel.
This includes three battalions of crews that staff six stations in the City and Stanford 24 hours each day.
There were two employee separations this quarter increasing the number of vacancies to 16.0. In
addition, there were 4.0 employees off-line creating a total of 20.00 FTE positions that require
backfilling. The Department was in the last stages of a hiring process this quarter and expects to fill
some of these vacancies in the first quarter of FY18.
The number of acting hours reflect that some of these vacancies are in the Apparatus Operator and
Captain ranks, which require backfilling with firefighters working out of class in these roles when on
shift. With the Fire Chief’s Association MOA finalized with new terms, Battalion Chiefs cover each other
for absences so there will no longer be acting hours for Battalion Chiefs.
Table 7. Vacancies and Off-Line Employees FY17 Q4
Classification Budgeted
FTE
Vacancies Off-Line Employees
(Workers
Comp/Light Duty)
Personnel
On Line
Percent of
Personnel
On Line
Battalion Chief 4.00 0.00 0.00 4.00 100%
Fire Captain 22.00 3.00 2.00 17.00 77%
Fire Apparatus Operator
& Fire Fighters
70.00 13.00 2.00 55.00 79%
TOTAL 96.00 16.00 4.00 76.00 79%
Table 8. Succession Planning
FY16 Q4 FY17 Q4
Number of Line Personnel Currently Eligible to Retire 23 25
Number of Line Personnel Eligible to Retire in Five Years 17 19
Percent of all Line Personnel Eligible to Retire within Five
Years
45.5% 50.6%
Number of Acting Battalion Chief Hours 581 0
Number of Acting Captain Hours 1,535 2,691
Number of Acting Apparatus Operator Hours 5,832 5,893
Training
Hours of Training Completed 7,826 5,817
Average Hours per Line Personnel 100.34 76.53
Number of Your Patients in this ReportYour Score
April 1, 2017 to June 30, 2017
EMS System Report
Palo Alto, CA
1515 Center Street
City of Palo Alto
1 (877) 583-3100
www.EMSSurveyTeam.com
Client 9701
service@EMSSurveyTeam.com
Lansing, Mi 48096
10195.52
Number of Patients in this Report
18,717
Number of Transport Services in All EMS DB
141
Page 1 of 24
City of Palo Alto
April 1, 2017 to June 30, 2017
Executive Summary
This report contains data from 101 City of Palo Alto patients who returned a questionnaire between
04/01/2017 and 06/30/2017.
The overall mean score for the standard questions was 95.52; this is a difference of 2.99 points from the
overall EMS database score of 92.53.
The current score of 95.52 is a change of 0.18 points from last period's score of 95.34. This was the 13th
highest overall score for all companies in the database.
You are ranked 3rd for comparably sized companies in the system.
86.34% of responses to standard questions had a rating of Very Good, the highest rating. 98.91% of all
responses were positive.
Page 2 of 24
City of Palo Alto
April 1, 2017 to June 30, 2017
Demographics — This section provides demographic information about the patients who responded
to the survey for the current and the previous periods. The information comes from the data you
submitted. Compare this demographic data to your eligible population. Generally, the demographic
profile will approximate your service population.
Total
This PeriodLast Period
OtherFemaleMale OtherMaleTotalFemale
Under 18 2 4 06 121 0
18 to 30 1 0 01 110 0
31 to 44 1 2 03 242 0
45 to 54 3 1 04 154 0
55 to 64 5 7 012 21311 0
65 and older 23 35 058 517625 0
Total 35 49 084 101 43 58 0
Gender
Page 3 of 24
City of Palo Alto
April 01, 2017 to June 30, 2017
Dispatch Analysis
This analysis details the section results that concern dispatcher operations. The analysis contains the mean
scores for each survey question. The first column shows the company score and the total database score,
the second column is your variance from the database score.
Helpfulness of the person you called for ambulance service
94.35
92.47
1.88
Your Score
Total DB
Variance1000
Concern shown by the person you called for ambulance service
93.15
92.41
0.74
Your Score
Total DB
VarianceVariance1000
Extent to which you were told what to do until the ambulance arrived
92.12
90.75
1.37
Your Score
Total DB
Variance1000
Overall Section Score
Total DB
1.37
100
91.87
Variance
0
Your Score
93.24
Page 4 of 24
City of Palo Alto
April 01, 2017 to June 30, 2017
Ambulance Analysis
This analysis details the section results that concern ambulance operations. The analysis contains the mean
scores for each survey question. The first column shows the company score and the total database score,
the second column is your variance from the database score.
Extent to which the ambulance arrived in a timely manner
97.07
92.19
4.88
Your Score
Total DB
Variance1000
Cleanliness of the ambulance
97.80
94.35
3.45
Your Score
Total DB
Variance1000
Comfort of the ride
91.30
87.12
4.18
Your Score
Total DB
Variance1000
Skill of the person driving the ambulance
96.15
93.76
2.39
Your Score
Total DB
Variance1000
Overall Section Score
Total DB
3.67
100
91.91
Variance
0
Your Score
95.58
Page 5 of 24
City of Palo Alto
April 01, 2017 to June 30, 2017
Medic Analysis
This analysis details the section results that concern medic operations. The analysis contains the mean
scores for each survey question. The first column shows the company score and the total database score,
the second column is your variance from the database score.
Care shown by the medics who arrived with the ambulance
97.50
94.17
3.33
Your Score
Total DB
Variance1000
Degree to which the medics took your problem seriously
97.47
94.15
3.32
Your Score
Total DB
Variance1000
Degree to which the medics listened to you and/or your family
97.22
93.79
3.43
Your Score
Total DB
Variance1000
Skill of the medics
97.16
94.16
3.00
Your Score
Total DB
Variance1000
Extent to which the medics kept you informed about your treatment
95.94
92.48
3.46
Your Score
Total DB
Variance1000
Extent to which medics included you in the treatment decisions (if applicable)
96.32
92.22
4.10
Your Score
Total DB
Variance1000
Degree to which the medics relieved your pain or discomfort
91.37
90.34
1.03
Your Score
Total DB
Variance1000
Page 6 of 24
City of Palo Alto
April 01, 2017 to June 30, 2017
Medic Analysis
This analysis details the section results that concern medic operations. The analysis contains the mean
scores for each survey question. The first column shows the company score and the total database score,
the second column is your variance from the database score.
Medics' concern for your privacy
95.29
93.24
2.05
Your Score
Total DB
Variance1000
Extent to which medics cared for you as a person
96.91
94.24
2.67
Your Score
Total DB
Variance1000
Overall Section Score
Total DB
2.98
100
93.20
Variance
0
Your Score
96.18
Page 7 of 24
City of Palo Alto
April 01, 2017 to June 30, 2017
Billing Staff Assessment Analysis
This analysis details the section results that concern office operations. The analysis contains the mean
scores for each survey question. The first column shows the company score and the total database score,
the second column is your variance from the database score.
Professionalism of the staff in our ambulance service billing office
90.32
88.82
1.50
Your Score
Total DB
Variance1000
Willingness of the staff in our billing office to address your needs
91.07
88.61
2.46
Your Score
Total DB
Variance1000
Overall Section Score
Total DB
1.96
100
88.72
Variance
0
Your Score
90.68
Page 8 of 24
City of Palo Alto
April 01, 2017 to June 30, 2017
Overall Assessment Analysis
This analysis details the section results that concern assessment of operations. The analysis contains the
mean scores for each survey question. The first column shows the company score and the total database
score, the second column is your variance from the database score.
How well did our staff work together to care for you
97.44
93.53
3.91
Your Score
Total DB
Variance1000
Extent to which our staff eased your entry into the medical facility
96.55
93.56
2.99
Your Score
Total DB
Variance1000
Appropriateness of Emergency Medical Transportation treatment
97.62
93.50
4.12
Your Score
Total DB
Variance1000
Extent to which the services received were worth the fees charged
92.05
87.88
4.17
Your Score
Total DB
Variance1000
Overall rating of the care provided by our Emergency Medical Transportation service
97.38
93.60
3.78
Your Score
Total DB
Variance1000
Likelihood of recommending this ambulance service to others
94.83
93.17
1.66
Your Score
Total DB
Variance1000
Overall Section Score
Total DB
3.62
100
92.54
Variance
0
Your Score
96.16
Page 9 of 24
April 1, 2017 to June 30, 2017
City of Palo Alto
Question Analysis
This section lists a synopsis of the information about your individual questions and overall scores for this monthly reporting
period. The first column shows the company score from the previous period, the second column shows the change, the third
column shows your score for this period and the fourth column shows the total Database score.
Dispatch Analysis Last Period Change This Period Total DB
Helpfulness of the person you called for ambulance service 94.35-1.97 92.4796.32
Concern shown by the person you called for ambulance service 93.15-1.29 92.4194.44
Extent to which you were told what to do until the ambulance arrived 92.12-1.21 90.7593.33
Ambulance Analysis Last Period Change This Period Total DB
Extent to which the ambulance arrived in a timely manner 97.070.55 92.1996.52
Cleanliness of the ambulance 97.800.92 94.3596.88
Comfort of the ride 91.30-2.27 87.1293.57
Skill of the person driving the ambulance 96.15-1.07 93.7697.22
Medic Analysis Last Period Change This Period Total DB
Care shown by the medics who arrived with the ambulance 97.50-0.50 94.1798.00
Degree to which the medics took your problem seriously 97.47-0.23 94.1597.70
Degree to which the medics listened to you and/or your family 97.22-0.08 93.7997.30
Skill of the medics 97.160.12 94.1697.04
Extent to which the medics kept you informed about your treatment 95.941.76 92.4894.18
Extent to which medics included you in the treatment decisions (if applicable)96.320.98 92.2295.34
Degree to which the medics relieved your pain or discomfort 91.37-1.66 90.3493.03
Medics' concern for your privacy 95.291.80 93.2493.49
Extent to which medics cared for you as a person 96.910.29 94.2496.62
Billing Staff Assessment Analysis Last Period Change This Period Total DB
Professionalism of the staff in our ambulance service billing office 90.321.13 88.8289.19
Willingness of the staff in our billing office to address your needs 91.071.49 88.6189.58
Page 10 of 24
April 1, 2017 to June 30, 2017
City of Palo Alto
Question Analysis (Continued)
Overall Assessment Analysis Last Period Change This Period Total DB
How well did our staff work together to care for you 97.440.14 93.5397.30
Extent to which our staff eased your entry into the medical facility 96.55-1.02 93.5697.57
Appropriateness of Emergency Medical Transportation treatment 97.622.12 93.5095.50
Extent to which the services received were worth the fees charged 92.054.13 87.8887.92
Overall rating of the care provided by our Emergency Medical Transportation 97.380.50 93.6096.88
Likelihood of recommending this ambulance service to others 94.83-0.25 93.1795.08
Page 11 of 24
City of Palo Alto
April 1, 2017 to June 30, 2017
Jun
2016
Jul
2016
Aug
2016
Sep
2016
Oct
2016
Nov
2016
Dec
2016
Jan
2017
Feb
2017
Mar
2017
Apr
2017
May
2017
Jun
2017
Helpfulness of the person you called for ambulance service 93.75 94.64 94.44 91.24 98.15 90.13 83.33 97.73 95.83 100.00 91.91 95.83 100.00
Concern shown by the person you called for ambulance service 93.18 94.64 94.91 93.75 98.15 88.89 83.33 97.73 93.37 100.00 91.18 94.27 100.00
Extent to which you were told what to do until the ambulance 93.15 94.64 93.48 82.21 96.30 88.95 100.00 97.73 91.85 100.00 89.42 93.90 100.00
Extent to which the ambulance arrived in a timely manner 94.33 98.53 95.38 97.62 98.48 89.42 91.67 100.00 95.70 100.00 96.62 97.22 100.00
Cleanliness of the ambulance 95.83 96.88 95.90 92.86 98.48 94.90 100.00 100.00 96.05 100.00 97.86 97.64 100.00
Comfort of the ride 93.41 95.31 93.03 90.48 95.45 92.65 91.67 93.75 93.18 100.00 91.67 90.57 100.00
Skill of the person driving the ambulance 94.17 96.88 97.13 94.05 95.45 93.14 100.00 100.00 96.49 100.00 96.53 95.67 100.00
Care shown by the medics who arrived with the ambulance 96.35 98.53 96.37 97.22 98.57 92.65 100.00 100.00 97.50 100.00 96.32 98.11 100.00
Degree to which the medics took your problem seriously 96.65 98.53 95.24 97.22 97.86 94.23 100.00 100.00 97.13 100.00 95.45 98.58 100.00
Degree to which the medics listened to you and/or your family 96.51 95.59 95.90 90.33 97.79 93.63 100.00 100.00 96.61 100.00 94.70 98.61 100.00
Skill of the medics 95.60 97.06 97.62 98.53 97.14 93.37 100.00 100.00 96.31 100.00 98.44 96.23 100.00
Extent to which the medics kept you informed about your 93.75 98.33 94.17 92.65 97.79 92.02 100.00 97.92 93.10 100.00 94.86 96.30 100.00
Extent to which medics included you in the treatment decisions 92.31 94.23 93.65 82.21 97.41 91.46 100.00 97.92 94.32 100.00 98.00 95.00 100.00
Degree to which the medics relieved your pain or discomfort 92.41 89.29 93.52 85.79 95.00 92.07 100.00 95.45 92.02 100.00 91.94 90.45 100.00
Medics' concern for your privacy 94.38 98.44 92.27 91.18 97.50 90.10 100.00 91.67 93.53 100.00 93.18 96.43 100.00
Extent to which medics cared for you as a person 95.74 97.06 94.58 94.12 98.53 92.16 100.00 97.92 96.19 100.00 94.85 98.08 100.00
Professionalism of the staff in our ambulance service billing 86.48 96.43 90.22 84.38 94.64 85.04 100.00 96.88 86.11 100.00 89.47 90.91 100.00
Willingness of the staff in our billing office to address your 84.94 95.83 90.00 87.50 94.64 80.25 100.00 96.43 87.04 100.00 90.63 90.91 100.00
How well did our staff work together to care for you 94.29 94.12 95.76 97.06 99.29 91.33 100.00 100.00 96.61 100.00 96.88 97.64 100.00
Extent to which our staff eased your entry into the medical 94.78 97.06 95.18 91.18 97.79 91.33 100.00 100.00 96.93 100.00 93.94 98.04 100.00
Appropriateness of Emergency Medical Transportation treatment 94.95 92.19 95.34 89.76 97.66 93.89 100.00 100.00 94.32 100.00 97.50 97.55 100.00
Extent to which the services received were worth the fees 85.55 85.94 86.54 78.64 89.32 81.93 100.00 93.18 85.96 100.00 88.54 93.59 100.00
Overall rating of the care provided by our Emergency Medical 96.13 95.31 95.49 93.75 99.24 91.15 100.00 100.00 96.05 100.00 94.70 99.00 100.00
Likelihood of recommending this ambulance service to others 96.07 93.75 95.26 90.69 96.88 88.40 91.67 97.73 94.23 100.00 90.59 97.22 100.00
Your Master Score 93.97 95.43 94.55 91.64 97.16 91.09 96.93 98.08 94.50 100.00 94.17 96.17 100.00
Your Total Responses 105 17 66 22 36 58 3 13 68 3 40 58 3
Monthly Breakdown
Below are the monthly responses that have been received for your service. It details the individual score for
each question as well as the overall company score for that month.
Page 12 of 24
City of Palo Alto
April 1, 2017 to June 30, 2017
Monthly tracking of Overall Survey Score
Page 13 of 24
City of Palo Alto
April 1, 2017 to June 30, 2017
Greatest Increase and Decrease in Scores by Question
Increases
Last
Period
This
Period Change
Total DB
Score
Extent to which the services received were worth the fees charged 87.92 4.13 87.8892.05
Appropriateness of Emergency Medical Transportation treatment 95.50 2.12 93.5097.62
Medics' concern for your privacy 93.49 1.80 93.2495.29
Extent to which the medics kept you informed about your
treatment
94.18 1.76 92.4895.94
Willingness of the staff in our billing office to address your needs 89.58 1.49 88.6191.07
Professionalism of the staff in our ambulance service billing office 89.19 1.13 88.8290.32
Extent to which medics included you in the treatment decisions
(if applicable)
95.34 0.98 92.2296.32
Cleanliness of the ambulance 96.88 0.93 94.3597.80
Extent to which the ambulance arrived in a timely manner 96.52 0.56 92.1997.07
Overall rating of the care provided by our Emergency Medical
Transportation service
96.88 0.51 93.6097.38
Decreases
Last
Period
This
Period Change
Total DB
Score
Comfort of the ride 93.57 -2.27 87.1291.30
Helpfulness of the person you called for ambulance service 96.32 -1.98 92.4794.35
Degree to which the medics relieved your pain or discomfort 93.03 -1.66 90.3491.37
Concern shown by the person you called for ambulance service 94.44 -1.29 92.4193.15
Extent to which you were told what to do until the ambulance
arrived
93.33 -1.21 90.7592.12
Skill of the person driving the ambulance 97.22 -1.07 93.7696.15
Extent to which our staff eased your entry into the medical facility 97.57 -1.02 93.5696.55
Care shown by the medics who arrived with the ambulance 98.00 -0.50 94.1797.50
Likelihood of recommending this ambulance service to others 95.08 -0.24 93.1794.83
Degree to which the medics took your problem seriously 97.70 -0.23 94.1597.47
Page 14 of 24
City of Palo Alto
April 1, 2017 to June 30, 2017
Greatest Scores Above Benchmarks by Question
Highest Above Benchmark
This
Period Variance
Total DB
Score
Cleanliness of the ambulance 94.353.4597.80
Appropriateness of Emergency Medical Transportation treatment 93.504.1297.62
Care shown by the medics who arrived with the ambulance 94.173.3397.50
Degree to which the medics took your problem seriously 94.153.3297.47
How well did our staff work together to care for you 93.533.9197.44
Overall rating of the care provided by our Emergency Medical Transportation service 93.603.7897.38
Degree to which the medics listened to you and/or your family 93.793.4397.22
Skill of the medics 94.163.0097.16
Extent to which the ambulance arrived in a timely manner 92.194.8897.07
Extent to which medics cared for you as a person 94.242.6796.91
Page 15 of 24
City of Palo Alto
April 1, 2017 to June 30, 2017
Key Drivers — This section shows the relative importance of each question to the respondents' overall
satisfaction. The greater the coefficient number, the more important the issue is to your patients' overall
satisfaction. The questions are arranged based on their weighted importance value.
Question Your Score
Correlation
Coeffecient
Extent to which medics cared for you as a person .93136312296.91
Medics' concern for your privacy .92322840695.29
Extent to which our staff eased your entry into the medical facility .89478369696.55
Degree to which the medics listened to you and/or your family .89008698997.22
Extent to which medics included you in the treatment decisions (if applicable).86829435296.32
Degree to which the medics took your problem seriously .85843022397.47
Appropriateness of Emergency Medical Transportation treatment .8425844197.62
Care shown by the medics who arrived with the ambulance .83969967897.50
How well did our staff work together to care for you .82979179997.44
Concern shown by the person you called for ambulance service .81616121793.15
Extent to which the medics kept you informed about your treatment .78708799295.94
Cleanliness of the ambulance .76943170697.80
Skill of the person driving the ambulance .75256175996.15
Skill of the medics .74814438797.16
Degree to which the medics relieved your pain or discomfort .74611175791.37
Helpfulness of the person you called for ambulance service .7413600594.35
Extent to which the services received were worth the fees charged .6378468792.05
Comfort of the ride .61976203691.30
Extent to which you were told what to do until the ambulance arrived .61071252192.12
Extent to which the ambulance arrived in a timely manner .57758944497.07
Willingness of the staff in our billing office to address your needs .52701117191.07
Professionalism of the staff in our ambulance service billing office .50078735990.32
Page 16 of 24
City of Palo Alto
April 1, 2017 to June 30, 2017
Company Comparisons — The following chart gives a comparison of the mean score for each question as scored
by comparable companies. Your company is highlighted. There is also a green-shaded highlight of the highest
score for each question. This will show how you compare to similar companies.
Your
Company A B C D E F
Comparison Companies
Helpfulness of the person you called for ambulance service 92.48 100.00 0 91.31 93.0092.7294.35
Concern shown by the person you called for ambulance service 91.57 100.00 0 89.57 92.8291.5393.15
Extent to which you were told what to do until the ambulance 90.01 75.00 0 90.71 91.3790.4992.12
Extent to which the ambulance arrived in a timely manner 95.88 87.50 87.90 92.30 91.9789.7897.07
Cleanliness of the ambulance 95.17 100.00 90.76 93.60 94.8993.0197.80
Comfort of the ride 86.80 100.00 0 86.66 87.7189.0791.30
Skill of the person driving the ambulance 93.11 100.00 91.97 93.31 94.3593.7196.15
Care shown by the medics who arrived with the ambulance 91.88 100.00 92.21 91.42 94.8692.8197.50
Degree to which the medics took your problem seriously 91.51 100.00 91.90 91.49 94.5992.9297.47
Degree to which the medics listened to you and/or your family 91.20 100.00 92.13 90.98 94.6792.4997.22
Skill of the medics 91.79 100.00 91.57 92.14 94.6593.5397.16
Extent to which the medics kept you informed about your 91.05 100.00 90.93 89.81 94.2691.6895.94
Extent to which medics included you in the treatment decisions (if 90.18 100.00 0 87.12 92.9790.5496.32
Degree to which the medics relieved your pain or discomfort 86.62 100.00 90.21 86.47 90.8390.2591.37
Medics' concern for your privacy 91.36 100.00 92.19 90.56 93.5391.3495.29
Extent to which medics cared for you as a person 92.31 100.00 93.12 91.11 94.9993.3396.91
Professionalism of the staff in our ambulance service billing office 92.45 100.00 0 84.86 85.8786.1190.32
Willingness of the staff in our billing office to address your needs 91.67 100.00 0 85.31 87.8287.5091.07
How well did our staff work together to care for you 94.55 100.00 92.81 90.85 93.5892.3997.44
Extent to which our staff eased your entry into the medical facility 92.46 100.00 90.77 91.18 94.0891.9496.55
Appropriateness of Emergency Medical Transportation treatment 91.24 100.00 0 90.36 94.7691.8197.62
Extent to which the services received were worth the fees charged 86.46 100.00 0 81.87 84.2687.8592.05
Overall rating of the care provided by our Emergency Medical 91.99 100.00 92.49 90.35 93.1491.8097.38
Likelihood of recommending this ambulance service to others 93.52 100.00 91.43 89.02 92.4391.6194.83
Overall score 95.52 91.49 91.67 98.81 91.51 89.98 92.77
National Rank 13 71 64 4 70 87 50
Comparable Size (Medium) Company Rank 3 19 16 1 18 24 13
Page 17 of 24
City of Palo Alto
April 1, 2017 to June 30, 2017
Ca
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i
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n
i
a
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F
i
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e
De
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n
t
s
Yo
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Co
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y
91.62 94.29Total Score
Benchmark Comparison
95.52
To
t
a
l
D
B
Si
m
i
l
a
r
S
i
z
e
d
92.53 92.06
Medics' concern for your privacy 92.20 94.6195.29 93.24 93.32
Skill of the medics 93.42 95.9297.16 94.16 93.76
Degree to which the medics listened to you and/or your family 93.16 95.6297.22 93.79 93.56
Extent to which our staff eased your entry into the medical 92.77 95.6696.55 93.56 93.20
Extent to which you were told what to do until the ambulance 91.16 92.4292.12 90.75 90.84
Degree to which the medics relieved your pain or discomfort 89.11 92.4291.37 90.34 89.95
Care shown by the medics who arrived with the ambulance 93.66 95.6897.50 94.17 94.09
Extent to which medics included you in the treatment decisions 91.65 94.5596.32 92.22 92.08
Professionalism of the staff in our ambulance service billing 88.07 90.7390.32 88.82 87.70
How well did our staff work together to care for you 92.80 95.1197.44 93.53 93.69
Extent to which the services received were worth the fees 86.89 90.7092.05 87.88 87.57
Extent to which medics cared for you as a person 92.95 95.8396.91 94.24 94.16
Skill of the person driving the ambulance 93.44 95.9496.15 93.76 93.95
Concern shown by the person you called for ambulance service 92.53 94.0893.15 92.41 92.03
Likelihood of recommending this ambulance service to others 92.06 95.0794.83 93.17 92.90
Overall rating of the care provided by our Emergency Medical 92.51 95.2797.38 93.60 93.42
Degree to which the medics took your problem seriously 93.22 96.0297.47 94.15 94.12
Appropriateness of Emergency Medical Transportation treatment 92.70 95.7697.62 93.50 92.98
Cleanliness of the ambulance 94.31 96.2097.80 94.35 94.13
Willingness of the staff in our billing office to address your 87.52 90.6791.07 88.61 87.81
Comfort of the ride 86.68 90.2891.30 87.12 87.40
Extent to which the ambulance arrived in a timely manner 92.46 95.4897.07 92.19 91.83
Extent to which the medics kept you informed about your 91.10 94.5595.94 92.48 92.45
Helpfulness of the person you called for ambulance service 92.56 94.4494.35 92.47 92.45
Number of Surveys for the period 101
Page 18 of 24
City of Palo Alto
April 1, 2017 to June 30, 2017
Benchmark Trending Graphic - Below are the monthly scores for your service. It details the overall score for each month as well as your
subscribed benchmarks for that month.
Page 19 of 24
City of Palo Alto
April 1, 2017 to June 30, 2017
Cumulative Comparisons
This section lists a synopsis of the information about your individual questions and overall scores over the entire
lifetime of the dataset. The first column shows the company score and the second column details the total
database score.
Your Score Total DB
91.7894.52Overall Facility Rating
Dispatch 93.99 91.56
Helpfulness of the person you called for ambulance service 92.3094.95
Concern shown by the person you called for ambulance service 92.0394.29
Extent to which you were told what to do until the ambulance 90.3692.73
Ambulance 95.25 91.36
Extent to which the ambulance arrived in a timely manner 91.6995.64
Cleanliness of the ambulance 93.8996.57
Comfort of the ride 87.0892.82
Skill of the person driving the ambulance 92.7995.97
Medic 95.61 92.78
Care shown by the medics who arrived with the ambulance 93.8196.98
Degree to which the medics took your problem seriously 93.7296.80
Degree to which the medics listened to you and/or your family 93.4196.41
Skill of the medics 93.8696.69
Extent to which the medics kept you informed about your treatment 91.9595.04
Extent to which medics included you in the treatment decisions (if 91.7494.13
Degree to which the medics relieved your pain or discomfort 90.1593.41
Medics' concern for your privacy 92.7294.65
Page 20 of 24
City of Palo Alto
April 1, 2017 to June 30, 2017
Cumulative Comparisons (Continued)
Your Score Total DB
91.7894.52Overall Facility Rating
Medic 95.61 92.78
Extent to which medics cared for you as a person 93.6796.41
Billing Staff Assessment 88.81 88.19
Professionalism of the staff in our ambulance service billing office 88.1788.93
Willingness of the staff in our billing office to address your needs 88.2188.69
Overall Assessment 94.58 91.86
How well did our staff work together to care for you 92.9096.18
Extent to which our staff eased your entry into the medical facility 93.0696.01
Appropriateness of Emergency Medical Transportation treatment 92.8295.80
Extent to which the services received were worth the fees charged 86.7987.88
Overall rating of the care provided by our Emergency Medical 92.9896.30
Likelihood of recommending this ambulance service to others 92.6095.30
Page 21 of 24
The Top Box Analysis displays the number of responses for the entire survey by question and rating. The Top Box itself
shows the percentage of "Very Good" responses, the highest rating, for each question. Next to the company rating is the
entire EMS DB rating for those same questions.
Top Box Comparisons
April 1, 2017 to June 30, 2017
City of Palo Alto
EMS DB %
Very Good
Company
% Very
Good
Very
GoodGoodFairPoor
Very
Poor
Overall Company Rating 5 16 35 207 75.87%86.34%1662
Dispatch 1 2 8 40 73.88%79.10%193
Helpfulness of the person you called for ambulance
service 0 0 4 11 69 82.14%75.56%
Concern shown by the person you called for ambulance
service 0 1 3 14 66 78.57%74.93%
Extent to which you were told what to do until the
ambulance arrived 1 1 1 15 58 76.32%71.16%
Ambulance 0 1 11 40 74.24%85.87%316
Extent to which the ambulance arrived in a timely
manner 0 0 2 7 85 90.43%75.14%
Cleanliness of the ambulance 0 0 1 6 84 92.31%79.59%
Comfort of the ride 0 1 7 15 69 75.00%63.52%
Skill of the person driving the ambulance 0 0 1 12 78 85.71%78.70%
Medic 2 8 9 67 79.06%88.77%680
Care shown by the medics who arrived with the
ambulance 0 0 2 5 83 92.22%81.48%
Degree to which the medics took your problem
seriously 0 0 2 5 82 92.13%82.04%
Degree to which the medics listened to you and/or
your family 0 2 0 4 84 93.33%80.82%
Skill of the medics 0 0 2 6 80 90.91%81.06%
Extent to which the medics kept you informed about
your treatment 1 0 1 8 76 88.37%76.68%
Page 22 of 24
Top Box Comparisons
April 1, 2017 to June 30, 2017
City of Palo Alto
(Continued)
EMS DB %
Very Good
Company
% Very
Good
Very
GoodGoodFairPoor
Very
Poor
Overall Company Rating 5 16 35 207 75.87%86.34%1662
Extent to which medics included you in the treatment
decisions (if applicable)0 0 0 10 58 85.29%76.63%
Degree to which the medics relieved your pain or
discomfort 1 2 2 14 62 76.54%72.12%
Medics' concern for your privacy 0 2 0 10 73 85.88%78.24%
Extent to which medics cared for you as a person 0 2 0 5 82 92.13%82.51%
Billing Staff Assessment 0 0 2 18 63.87%66.10%39
Professionalism of the staff in our ambulance service
billing office 0 0 1 10 20 64.52%63.73%
Willingness of the staff in our billing office to address
your needs 0 0 1 8 19 67.86%64.01%
Overall Assessment 2 5 5 42 77.15%88.93%434
How well did our staff work together to care for you 0 0 1 7 80 90.91%78.58%
Extent to which our staff eased your entry into the
medical facility 0 2 0 6 79 90.80%78.59%
Appropriateness of Emergency Medical Transportation
treatment 0 0 1 6 77 91.67%78.98%
Extent to which the services received were worth the
fees charged 0 2 2 11 51 77.27%67.23%
Overall rating of the care provided by our Emergency
Medical Transportation service 0 1 0 6 79 91.86%79.94%
Likelihood of recommending this ambulance service to
others 2 0 1 6 68 88.31%79.59%
Page 23 of 24
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Page 24 of 24